At PIXUNIQ, we want customers to have a fair and clear understanding of how returns, exchanges, and refunds are handled. This policy explains the general process for return requests related to purchases made through our ecommerce store.
To be eligible for a return, items should generally be unused, in their original condition, and returned with original packaging, tags, accessories, and proof of purchase where applicable. Returns may be refused if the item shows signs of use, damage caused after delivery, missing parts, or tampering.
Customers should contact us as soon as possible after receiving their order if they wish to request a return, refund, or exchange. Prompt reporting helps us review the issue fairly and arrange the next steps. Late requests may not qualify depending on the nature of the item and condition reported.
If you receive an item that is damaged, defective, or not the item you ordered, please contact us promptly with your order details and clear photos of the issue. We will review the case and, where appropriate, offer a replacement, exchange, store solution, or refund based on the circumstances.
Certain items may not be eligible for return or refund, including where applicable:
To request a return, exchange, or refund, please contact [email protected] with your order number, item details, reason for the request, and supporting photos if relevant. Do not send items back without first contacting support and receiving return guidance, as unauthorized returns may delay or prevent processing.
Once a returned item is received, we may inspect it to confirm its condition and eligibility. Approval of a return, exchange, or refund depends on inspection results, product condition, and compliance with this policy.
If a refund is approved, it will generally be processed to the original payment method unless another reasonable method is agreed. Refund timing may vary depending on the payment provider, bank, or payment channel. Original shipping charges may be non-refundable unless the return is due to our error or a verified damaged or incorrect item.
Where appropriate and subject to stock availability, we may offer an exchange for the same item or a comparable alternative. If the replacement item differs in price, additional charges or partial refunds may apply.
Customers may be responsible for return shipping costs unless the item received was damaged, defective, or incorrect due to our error. We recommend using a reliable shipping method and keeping shipment records where possible.
If you need to cancel an order, please contact us quickly. Orders that have already been processed, packed, or shipped may not be cancellable. If cancellation is possible, any approved refund will be handled according to the payment method used.
We aim to review return and refund requests within a reasonable time after receiving complete information and, if needed, the returned item. Delays may occur during high-volume periods, courier delays, incomplete submissions, or payment provider processing times.
Some return and refund situations require individual review based on the product category, order condition, and issue reported. Customers should contact support for case-specific assistance so we can guide the best available resolution.
For any return, refund, exchange, or damaged item claim, please contact [email protected].
